The project includes the establishment of a centralized coordination role for FLSD to receive complaints related to French-language services in a structured manner through a webform and to refer those complaints to the appropriate department or agency for investigation and resolution.
The scope of the complaint resolution mechanism (CRM) includes complaints related to French-language services, such as:
• Availability of French-language online or print communications products (e.g., e-Services, website content, signage, forms, advertising);
• Availability of French-speaking services agents; and
• Inability of service agents to deliver services in French through an interpretation tool.
It will excludes complaints related to departmental subject matters like:
• healthcare advice;
• permitting; and
• social assistance.
